If you entered a credit card or ACH payment in iCare then you should have processed the refund in iCare too. By running the refund directly in Transaction Express (the TSYS Portal) you have broken the connection of the original payment in iCare. Now, in iCare you can't run the refund on that same payment.
To properly correct this, in iCare you need to do a chargeback now. However, at this time (as of 4/9/2019), there is no chargeback feature in iCare. It will be developed soon.
In the meantime, here is a workaround that will keep your books straight:
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